About Us

How to place an order:

Placing an order with us is very straightforward, simply find the item you wish to purchase and add the item to your shopping cart. Once you have selected all the items you wish to purchase, click on the checkout button where you will be asked for a few details to complete the order; billing address, delivery address and so on. We accept payment via credit and debit card, as well as PayPal. If you prefer not to pay online you can call us on 01508 528334 to make a card payment over the phone. Alternatively you can pay via cheque/postal order, again simply call us for an order number.

You will receive a “confirmation of order” e-mail, this is to indicate that we have received your order. We will then email our acceptance of your order and send you an invoice.

Delivery:

Our standard delivery charges are £2.99 for economy deliveries and £3.99 for first class deliveries. We also offer free delivery on orders over £50 in value. Economy deliveries will usually arrive within 2-5 working days and first class deliveries within 1-3 working days. The majority of orders will be dispatched via Royal Mail. Any larger or heavy orders will be sent via courier. We will always aim to deliver the goods within your requested timescales, and in any event within 30 days of entering into a contract with you, in the unlikely event where we are unable to deliver the goods within 30 days we will contact you and you will be free to cancel the contract and we will reimburse you within 30 days of cancellation. We will e-mail you when your order has been shipped. We will assume responsibility for the goods whilst they are in transit, if they are lost in transit or arrive damaged on arrival, we will replace them free of charge. Please contact BB Pets as soon as possible if any goods are damaged or lost in transit. If goods received are damaged and have not been signed for as damaged to our courier, reasonable proof must be provided as evidence for the damaged goods. Once reasonable proof has been received we will then review the evidence and act accordingly. Generally, orders will be dispatched the following morning, but when possible orders placed before 12pm will be dispatched the same day. If you need an item urgently, please call or email us and we will do our best to help. Dispatches and Deliveries will not be made on Bank Holidays. Royal mail deliveries will take place Monday-Saturday, Courier deliveries will take place Monday-Friday.

Cancellation and returns:

Under the Consumer Protection (Distance Selling) Regulations 2000, Consumers have the right of cancellation and can return goods within 7 working days after delivery of the goods To cancel your order in accordance with these rights, please send an e-mail to: info@bb-pets.com; including a brief explanation as to why your wish to cancel your order You will be responsible for returning the goods to us at your own expense and to ensure that all goods are reasonably cared for and packed adequately to protect against damage. If you fail to take reasonable care of the goods before they are returned to us, and this results in damage or deterioration, we may make a reasonable reduction in value to cover our losses. Once we receive the goods back, we will arrange for you to receive your refund within 30 days of that date of cancelling your order.

Consumer Rights (Sale of Goods Act 1979, as amended):

If you wish to return goods which you believe are not of a satisfactory quality, fit for their intended purpose or not as described, please telephone us on 01508 528334 to discuss your return options. We may ask you to return the goods at your own expense initially, but after we have had a reasonable opportunity to examine the goods and we agree that the goods are/ were faulty or not as described when sold, we will then either issue a total refund (including return postage) or repair or replace the goods as directed by you.

In the event we consider goods have been returned because of customer misuse or because of fair wear and tear, rather than under your above statutory rights, we will contact you to arrange for the goods to be returned to you at your own cost.